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Casoo Casino - Does not give 36Euro

RESOLVED

Complaint Info

Disputed casino

Casoo Casino

Amount

€ 36

Posted on April 25, 2024

Hello, I deposited yesterday 36€ on casoo and they dont give me my money. I play every day and my transactions via Credit Card are arriving within seconds but on casoo888 im waiting now 12h.
They are lying and playing with me in the livechat and they don't care about my situation.
They are telling me it's in a few mins there and I should contact them 1h later If it's not there. So I did 5 times and they can't do anything. It's just sad and a shame.

And something like this happend to me like 10 times on Casoo but after 1-2h the money was there. But now nothing. Really bad service and buggy website.

Posted on April 26, 2024

Dear LEVP79,

We apologize for the inconvenience you've experienced.

Could you kindly provide your username or registration email? Our team hasn't been able to locate a deposit amounting to 36 EUR thus far.

Our team looks forward to resolving this issue promptly.

Best regards,
Casoo Team

AskGamblers
Posted on April 26, 2024

Dear Casoo Casino,

Kindly note that the player's registered username and email with your casino could be found within the notification email sent by our complaint system automatically. To avoid losing time, however, we have just sent these manually in a private message.

Please confirm you have received the requested data and keep in mind that in case you fail to respond within the given timeframe we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

Posted on April 29, 2024

Dear Askgamblers & LEVP79,

We apologize for the confusion that has arisen.

Upon our team's review, we've noted that the player's concern was swiftly escalated to our payment team upon its initial report, and an investigation has been promptly initiated.

Based on our records, we would like to clarify that the payment method was not received on our end due to an unsuccessful transaction, specifically, a 3DS failure.

If a player's account was debited for this transaction, the funds should be returned within a few banking days. To provide further clarity on the timeframe, we recommend that the player reach out to their banking app or the bank's support team.

We sincerely regret the inconvenience you've encountered and hope for a better experience in the future.

Best regards,
Casoo Team

AskGamblers
Posted on May 2, 2024

Dear @Levp79,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.